Single Sign-On (SSO) Errors and What They Mean

Mike Abrahamson -

Here is a list of the most common SSO errors, what they mean, and how they can be fixed.

If you have questions about how to configure SSO please review this document.

Error Message What it means How to fix it
"Authentication error: Personally identifiable information mismatch. Please contact your agency to rectify this problem." One of the required SSO fields doesn't match what is in the producer's SureLC profile.

Most of the time the mismatched field is the last name.  If your producer sees this error you'll have to confirm that the last name that your web site is passing for SSO matches EXACTLY with the last name in his/her SureLC profile.  If not then you'll have to update your web site so they do match.

If they do match then you should send an email to support@surancebay.com so we can investigate the issue.  Include the producer name and (if you know it) the GUID value being passed from your web site.

"Authentication error: SSN and userId mismatch. Please contact your agency to rectify this problem." Usually this means the GUID being passed by your web site is assigned to a different producer in our database. Send an email to support@surancebay.com including the producer name and GUID value being passed from your web site.  We will verify the cause of the problem and update the producer's account with the correct GUID.
No error, but an existing producer is taken to the "CREATE AN ACCOUNT" screen rather than directly into his/her SureLC profile. Most often this is because there is no GUID assigned to the producer's account in our database and the email login/password combination being passed by your web site doesn't match what is in our database. Send an email to support@surancebay.com including the producer name and GUID.  We will verify the cause of the problem and update the producer's account with the correct GUID.
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